Interview with Red-Carpet Customer Service Expert Donna Cutting

1) Donna, what inspired you to want to write this book about customer service?

I’ve been speaking about customer service and employee engagement for several years, but thought.does the world really need another book on customer service? Then I had a conversation with a friend about the concept of red-carpet customer service and it occurred to me that people who deliver service to celebrities are in a position to know exactly what that means. I started to interview them about what it takes to deliver service to the people who expect the best at all times. Then I learned about non-celebrity service companies that deliver extraordinary experiences to their customers – and was so excited by what they were doing, I had to write the book.

2) Since writing the book, can you share one good customer service experience you have had? And one not so good?

Negative: I was looking for a clothing store located on a very long street in Tampa, Florida and couldn’t seem to find it. I called the store and asked what the cross street was so I could locate the store. The woman who answered said “I don’t know.” She followed that up with, “just keep driving around. It’s a big store. You’ll find it.” Then she hung up. WOW! She couldn’t even be bothered to ask someone what the cross street was. Needless to say, I stopped looking and found somewhere else to shop.

Positive: Recently, I was in a hotel getting ready to speak and realized I forgot to purchase extra batteries for my microphone. I called down to the front desk and asked if they had batteries in the gift shop. They didn’t. There was nowhere within walking distance to buy them and I didn’t have a car. The desk clerk and I ended the call. I had just about decided to take a chance on the old batteries and hope they lasted, when the desk clerk called back and asked what kind of batteries I needed. She got in her own car, drove to the store, and bought be the batteries!!! Red Carpet Service!

3) I know that you are a national speaker, how did your speaking career begin?

My degree is in theater arts and I did some acting in college and summer stock when I was younger. Later on, I found myself working in the field of elder care designing creative programs for seniors and then learning about and getting involved in employee engagement strategies – resulting in higher employee retention in my last job. I began speaking on this topic and one day was asked “How much do you charge?” Soon after, I read a book called “Speak and Grow Rich” by the late Dottie Walters. It taught me about the business of speaking and I found a way to put my theatrical talents together with my new found expertise – and began a new career. The best thing I ever did for my career was join the National Speakers Association and become active in my local chapter. For anyone who has aspirations of becoming a professional speaker, their website would be a good start – www.nsaspeaker.org.

4) What actions do you suggest consumers take when they experience bad customer service?

Well, that question could have many different answers depending on the specific circumstances.

In some instances, you can chalk it up to the service representative having a bad day – make the choice to be positive and upbeat anyway – and go on with your day.

In another instance, you might decide to take your business elsewhere. It would be helpful to the leaders of the company in question if you let them know, keeping mutual respect in mind, why you are no longer doing business with them.

If there is a problem that needs to be resolved (for instance, a refund) – firmly, calmly, and respectfully explain your position to the person in question. If they can’t/won’t help you, ask for the person who would be authorized to make that decision. Go to the person who can actually help you, rather than ranting and raving at the messenger. It’s hard to keep your cool when you’ve had a bad experience – and in some instances it’s fair to get angry – but I maintain that we can be angry and still explain our position without name calling.

However, one of the reasons why celebrities get better service than we do is that they expect and demand the best – and if they don’t get it, will take their business elsewhere. It’s not a bad idea for the rest of us to start holding businesses accountable for delivering the service they promise us.

Donna’s book “Insider Secrets to Deliverying Red-Carpet Customer Services” is being released at the perfect time. I don’t know if it’s because we’ve had a year of bad weather (lots of snow in the winter and a lot of rain in the summer) but it seems everywhere I turn I am experiencing “uncustomer service” as I like to call it. Donna’s book is a must for every business and for every team leader.

Yesterday the blog tour stopped at these locations:
Wendy Piersall / CEO of Sparkplugging, will be hosting a guest blog by Donna about how to be a A-list customer.
Heidi Richards/founder of WECAI and WE Magazine for Women Blog

Today, here are a few places talking about Donna’s book
Dawn Goldberg / Write Well Me will be doing her own book review.
Pam Archer / I Do Weddings to showcase Donna’s guest post about tips for brides to be A-list customers

And tomorrow, the blog tour continues at these blogs:
Judy Davids /Guitarist of the Mydols and author of Rock Star Mommy
Claudia Meydrech / Ebook & Book Reviews
Carol Deckert / Run Lancaster

At anytime, you can purchase Donna’s book, The Celebrity Experience, Insider Secrets to Red Carpet Customer Service by going to Amazon

If you like this post, please consider buying me a coffee.

Written by Sandra De Freitas

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